Help Desk Support Specialist

Location: Wilmington

Description

We are seeking a Help Desk Support Specialist to provide first-line technical support for end users across a fast-paced environment. This individual will be responsible for troubleshooting hardware, software, network, and user access issues while delivering excellent customer service. The ideal candidate combines strong technical troubleshooting skills with the ability to communicate effectively, prioritize requests, and support users in a collaborative workplace.

Key Responsibilities

+ Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and business applications.

+ Utilize Service Now to manage, document, prioritize, and resolve incident and service requests.

+ Troubleshoot internet connectivity, network access, printing issues, IP address conflicts, and other common end-user technical problems.

+ Support Windows 11 environments, including user account setup, software installations, system configurations, and troubleshooting.

+ Administer and support Active Directory, including user provisioning, password resets, group membership management, and policy enforcement.

+ Assist users with Google Workspace and cloud-based Google technologies, including account management, collaboration tools, and user support.

+ Escalate complex technical issues when necessary while ensuring timely communication and resolution updates.

+ Document troubleshooting steps, resolutions, and support procedures.

+ Maintain a strong customer-service mindset when interacting with employees at all levels of the organization.

Requirements

Required Qualifications

+ 3+ years of Help Desk, Desktop Support, or IT Support experience.

+ Hands-on experience using Service Now or a similar IT Service Management (ITSM) platform.

+ Experience troubleshooting:
Internet and network connectivity issues, Printing and peripheral device problems, IP addressing and basic network connectivity, Windows operating system issues

+ Experience supporting Active Directory users, groups, and policies.

+ Strong knowledge of Windows 11 administration and troubleshooting.

+ Experience supporting Google Workspace and Google Cloud-based technologies.

+ Excellent verbal and written communication skills.

+ Strong problem-solving and customer-service abilities.

Preferred Qualifications

+ Experience in a Google-centric environment.

+ Familiarity with Microsoft 365 administration and endpoint support.

+ Basic understanding of networking concepts such as DNS, DHCP, VPNs, and TCP/IP.

+ IT certifications such as CompTIA A+, Network+, Google Workspace Administrator, or similar.

Technology Doesn't Change the World, People Do.®

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit  for more information.

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